Agent Experience Manager

About the role

Manage a portfolio of high-touch customers by serving as their day-to-day contact for questions and issues via phone calls, emails, and in-person meetings.

Promote the adoption of Compass technology and adjacent services by providing customers with 1:1 support, strategic recommendations, and group training sessions.

Provide essential marketing support by answering questions, creating collateral from templates including listing presentations and postcards, and being the liaison to marketing specialists for more complex support requests.

Partner with the Onboarding team on strategy and logistics for welcoming new customers to Compass.

Serve as a mentor to Agent Experience Coordinator(s) by being available for questions and managing escalations.

Work collaboratively with other team members and departments to champion questions and feedback on behalf of the agent.

Be a culture carrier who inspires and empowers those around you with a positive and constructive approach to creating and implementing change.

Responsibilities

• Manage a portfolio of high-touch customers by serving as their day-to-day contact for questions and issues via phone calls, emails, and in-person meetings
• Promote the adoption of Compass technology and adjacent services by providing customers with 1:1 support, strategic recommendations, and group training sessions
• Provide essential marketing support by answering questions, creating collateral from templates including listing presentations and postcards, and being the liaison to marketing specialists for more complex support requests
• Partner with the Onboarding team on strategy and logistics for welcoming new customers to Compass
• Serve as a mentor to Agent Experience Coordinator(s) by being available for questions and managing escalations
• Work collaboratively with other team members and departments to champion questions and feedback on behalf of the agent
• Be a culture carrier who inspires and empowers those around you with a positive and constructive approach to creating and implementing change

Requirements

• 2-3 years of experience in customer service, training, office management, hospitality, or operations
• Previous experience in real estate a plus
• Previous experience with live or remote training a plus
• Previous experience working with enterprise technology (Zendesk, Salesforce, Confluence) a plus

Qualifications

• Passion for supporting and serving agents trying to grow their businesses
• Great listening skills, connects well with others, and is empathetic of the customer’s pain points
• A passion for creating community within a space; you encourage in-office interaction, bonding and engagement
• Strong problem-solving and analytical skills, allowing you to adapt and formulate solutions quickly
• Skilled communicator with great interpersonal skills, ability to build and manage relationships
• Meticulous attention to detail, highly organized
• Strong creative writing skills and eye for design

Skills

• Ability to establish credibility with key agent decision-makers and influencers

Benefits

Participation in our incentive programs (which may include eligible cash, equity, or commissions).

Plus paid vacation, holidays, sick time, parental leave, and recharge leave; medical, tele-health, dental and vision benefits; 401(k) plan; flexible spending accounts (FSAs); commuter program; life and disability insurance; Maven (a support system for new parents); Carrot (fertility benefits); UrbanSitter (caregiver referral network); Employee Assistance Program; and pet insurance.

Pay

Competitive compensation packages.

Schedule

Standard operating hours.

Notice for California Applicants

Los Angeles County Fair Chance Notice.